If we haven’t reached an agreed settlement within 8 weeks of receiving your complaint, or we agree in writing before the 8 weeks are up that the dispute should be settled by independent adjudication, we’ll send you a letter or email confirming that you have the right to refer your complaint for independent consideration through Alternative Dispute Resolution. This service is absolutely free of charge."
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VM received my complaint on 31/07/2020 according to the letter I had.
Chased it up with them over the phone a couple times since the letter said they would close it if they didn't hear back from me within 28 days. The letter states that they tried to call me on the number they hold for me but I did not get any calls from VM. I didn't want the complaint to be closed without a resolution and the call centre each time just said someone was looking into it.
The call centre couldn't also clarify if/when VM had attempted to contact me over the phone to discuss the complaint. I made it clear over the phone that the complaint was still outstanding and the response was along the lines of 'we'll get back to you'.
Thanks for posting on the Community Forum, I'm terribly sorry to hear that we've not done everything we can to provide a satisfactory resolution to your complaint in a timely manner, this really isn't the level of service we aim to provide at all.
I'd like to look into this for you and find out what's happened.. I've sent you over a private message, feel free to respond from there so I can look into this for you.